19 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.2 out of 101
26 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Verint Workforce Optimization

On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Rebecca Hunt profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.6
Verint Workforce Optimization
Agent dashboard
8x8 Contact Center
7.4
Verint Workforce Optimization
Validate callers
8x8 Contact Center
7.9
Verint Workforce Optimization
Outbound response
8x8 Contact Center
7.4
Verint Workforce Optimization
Call forwarding
8x8 Contact Center
7.5
Verint Workforce Optimization
Click-to-call (CTC)
8x8 Contact Center
7.8
Verint Workforce Optimization
Warm transfer
8x8 Contact Center
7.6
Verint Workforce Optimization
Predictive dialing
8x8 Contact Center
6.9
Verint Workforce Optimization
Interactive voice response
8x8 Contact Center
7.0
Verint Workforce Optimization
REST APIs
8x8 Contact Center
8.2
Verint Workforce Optimization
Call scripts
8x8 Contact Center
7.2
Verint Workforce Optimization
Call tracking
8x8 Contact Center
8.0
Verint Workforce Optimization
Multichannel integration
8x8 Contact Center
7.9
Verint Workforce Optimization
CRM software integration
8x8 Contact Center
8.5
Verint Workforce Optimization

Workforce Optimization (WFO)

8x8 Contact Center
7.7
Verint Workforce Optimization
Inbound call routing
8x8 Contact Center
8.3
Verint Workforce Optimization
Omnichannel inbound routing
8x8 Contact Center
7.7
Verint Workforce Optimization
Recording
8x8 Contact Center
8.0
Verint Workforce Optimization
Quality management
8x8 Contact Center
8.2
Verint Workforce Optimization
Call analytics
8x8 Contact Center
7.7
Verint Workforce Optimization
Historical reporting
8x8 Contact Center
7.6
Verint Workforce Optimization
Live reporting
8x8 Contact Center
9.0
Verint Workforce Optimization
Customer surveys
8x8 Contact Center
5.5
Verint Workforce Optimization

Pros

8x8 Contact Center

  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
No photo available

Verint Workforce Optimization

  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
Gilbert Chinapen profile photo

Cons

8x8 Contact Center

  • Calling internal vs external
  • Trans IDs are only made live for 2 weeks
  • Does not let the customers type in the extension for the 1 rep they wish to speak to
No photo available

Verint Workforce Optimization

  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Andrew Makula profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Verint Workforce Optimization

Verint Workforce Optimization 7.2
Based on 8 answers
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
Beth Seymour profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Verint Workforce Optimization

Verint Workforce Optimization 8.0
Based on 1 answer
Because its great
No photo available

Support

8x8 Contact Center

8x8 Contact Center 5.1
Based on 2 answers
I like the tool, but there is still room for improvement by means of internal external calling, getting direct extensions, and a more user-friendly experience in terms of gathering analytics and transferring calls, etc. I do enjoy the options to live monitor and whisper and join calls alongside reps.
No photo available

Verint Workforce Optimization

Verint Workforce Optimization 9.0
Based on 1 answer
Because its excellent tool
No photo available

Implementation

8x8 Contact Center

No score
No answers yet
No answers on this topic

Verint Workforce Optimization

Verint Workforce Optimization 8.0
Based on 1 answer
I do not have any key insights regarding implementation of Verint
No photo available

Alternatives Considered

8x8 Contact Center

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes profile photo

Verint Workforce Optimization

Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
Joyce Schofield profile photo

Return on Investment

8x8 Contact Center

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo

Verint Workforce Optimization

  • The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
  • User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
  • The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.
No photo available

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Verint Workforce Optimization

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Add comparison